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How do I contact Purple Support?
Before raising a support ticket, consider using our online advanced AI chatbot, designed to answer most of your queries. If it can't resolve your issue, you can always speak to an agent online. The chatbot is located on the right corner of your screen.
If you still need to submit a ticket via Purple Support, please provide the following information to assist us in serving you better.
Subject: Provide a brief description.
Description: Include detailed information about the issue or request, such as location, AP MAC address, error links, tests performed, firmware version, user MAC address, SSID settings, etc.
CCs: Add individuals who should be included in the correspondence.
Customer and Venue name: Provide the name of the company/venue.
Attachments: Include videos or screenshots related to the user experience, error pages, and configuration.
WiFi Login
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Why am I being redirected back to the Splash Page after logging in (Looping)?
If you are stuck in a loop where you are constantly sent back to the splash page after trying to log in, it typically indicates a communication failure between your network hardware and the authentication server. This is usually caused by a firewall blocking the necessary UDP ports (1812/1813), incorrect RADIUS server IPs, or a mistyped Shared Secret in your hardware settings. Double-check these three configurations to resolve the issue. -
Why do I see an 'Error Opening Page' or 'Page Cannot Be Displayed' message when connecting to WiFi?
This error almost always means the user's device cannot contact the login portal. The most common cause is an incomplete Walled Garden (or pre-authorization list) in your router/AP's configuration, which prevents access to essential domains before authentication. Ensure all required domains for the portal, its content delivery networks (CDNs), and any social media login providers are correctly added to your hardware's allowlist. You can find the URLs/IPs for your hardware from this list Walled Garden Domain Whitelist. -
What does the error 'Couldn't find access point XX-XX-XX-XX-XX-XX' mean and how do I resolve it?
This error indicates that the AP MAC address (XX-XX-XX-XX-XX) is not present in the portal. To fix this, log in to the portal and add or update it in the 'Hardware' section of your venue. For specific hardware, such as Cisco, the base AP MAC is required instead of the ether1 interface MAC. If you are unsure about the details, please contact the Support Team for assistance. -
How should I resolve the 'Something has gone wrong' error during login?
The "Something has gone wrong" error is a generic message that can indicate various issues. If you encounter this error during login, please contact the Support Team and provide the following details to assist with troubleshooting:
Company/Venue Name:
WiFi MAC Address of Your Device:
Login Date/Time:
Video or Screenshot Illustrating the Error: -
Why is the WiFi showing 'No internet connection'?
The three most common reasons for this error are:
- Apple device checks for a captive portal, and certain Apple domains can cause delays or prevent the captive portal screen (CNA) from being displayed. Please check your walled garden list.
- If the user closes the CNA window, subsequent attempts may not reopen it. To initiate the captive portal again, users may need to browse to an HTTP website i.e neverssl.com
- There may be problems with obtaining the correct IP address or policies. Checking the logs on the controller for the client's MAC address might indicate potential errors.
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What does the 'Your connection is not private' message mean and how do I fix it?
This privacy warning often appears on public WiFi because secure (HTTPS) websites can block the network's login page from loading. To resolve this, simply open a browser and navigate to a non-secure (HTTP) site, like `neverssl.com`, which will allow the redirect to the login page to complete successfully.
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Why is content missing from my splash pages?
This typically happens when your network hardware's "Walled Garden" (or pre-authorization list) is incomplete. While it allows access to the main splash page URL, it is still blocking the Content Delivery Network (CDN) domains required to load all the page's resources, like images, buttons, and stylesheets. To fix this, you must add all required CDN domains to your Walled Garden configuration to allow the page to render correctly. You can find the URLs/IPs for your hardware from this list Walled Garden Domain Whitelist. -
Why can't I log in using social media platforms?
A walled garden is a list of websites or domains accessible without authentication. To configure Purple's Social Login feature, you must add specific sites to the walled garden, as authentication occurs directly on the social network's site. Without this configuration, users can't reach the authentication page and will stay on the Splash Portal. Supported providers include Apple, Facebook, Instagram, Google, LinkedIn, and Twitter (X). -
Why is the splash page loading slowly?
Users may experience slow loading of the splash page when connecting to Wi-Fi due to issues like slow network speeds or missing walled garden entries. To troubleshoot, test network speeds and ensure all necessary domains are whitelisted in the walled garden settings. Use browser Developer Tools to diagnose resource loading issues. If the problem persists, provide detailed information such as Venue and splash page details and perform tests when reaching out to the Purple Support Team. -
Why am I seeing a different splash page than the one I created?
Your customised splash page may not show if an access journey hasn't been published to the customer or venue within the portal. To resolve this, verify that the splash pages are properly created and ensure an access journey is assigned and published. Navigate to Onboarding > Access Journey in the portal to manage and publish the journey. -
Why am I not redirected to the Splash Page when searching for Google in my browser?
Some access points may not properly redirect users to the Splash Page when an HTTPS URL is entered, but will function correctly with an HTTP URL. This is common among many access points. However, most phones should automatically prompt users with a captive portal window.
Portal
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Why do I have limited menu items in the portal?
The navigation menu items are based on your license type and availability. Please go to Management > Licenses to ensure you have sufficient licenses for the number of APs in your estate. -
Why can't I view all the reports on Purple Analytics?
The availability of individual reports in analytics depends on your license package. Our entry and mid-tier packages do not include all reports. -
Why don't I see visitor or visit data in analytics?
This is likely due to no logins at the company/venue. Please ensure the guest wifi is turned on and working. The report will automatically populate with logins. If you need help with troubleshooting user logins, please contact our support via chat. -
Why is there no data in my Analytics dashboards?
This is likely due to no logins at the company/venue. Please ensure the guest wifi is turned on and working. The report will automatically populate with logins. If you need help with troubleshooting user logins, please contact our support via chat. -
Why does the data appear to be represented at the incorrect time?
The data is reflected based on the timezone so please ensure you have set the correct timezone in venue settings. -
Why can't I add a new Access Point (AP) to my account?
Adding new hardware requires a license. Without one, you'll encounter an error. Please check Management > Licenses to ensure you have enough licenses for your number of APs. -
Why can't I set my splash page on an Access Journey?
There are various types of splash pages and distinct scopes available when creating a splash page. It's important to ensure that the scope of the Access Journey aligns with the splash page and that the correct type of splash page is selected within the Access Journey settings. -
Why does my device automatically log in to WiFi without displaying the splash page?
The device you're using to log in has likely been used before, resulting in automatic authentication through seamless or MAC authentication on return visits. To display the splash page on every visit for testing purposes, please disable the following settings:
MAC Auth in the Venue settings tab.
Seamless Login in the Onboarding Access Journey options.
Roaming Seamless Login in the Company settings tab.